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CMA Foundation · Fundamentals of Business Laws and Business Communication · Internet-based Business Communication

Meera, a manager at a Pune firm, sends a long email to a customer written entirely in capital letters. Under accepted netiquette, how is this usually interpreted?

Writing an entire email in capital letters is generally read as shouting, which seems rude or aggressive and is harder to read. Netiquette therefore discourages it in business messages; normal sentence case should be used, with emphasis used sparingly.

  1. AAs a sign of formal respect toward the customer
  2. BAs shouting, which may appear rude or aggressiveCorrect
  3. CAs a method of encrypting the message
  4. DAs a required format for business emails

Explanation

Writing in all capitals is conventionally read as shouting online. It makes text harder to read and can offend the reader. It is not a respect marker, encryption, or required format.

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